A Guide to Increase the Customer Base For Your Cleaning Business

If your cleaning business is not attracting much clientele at the moment, you are not alone. A cleaning company has little to no entry barrier, making it accessible to just about anyone trying to get into the business. Your business must stand out in order to get the attention of your prospects.

Please note, taking the actions listed in this post will immediately increase your work load, and you must be prepared to respond accordingly. Before jumping into finding new clients, take the following steps to help you get organized.

Write down the scope of work and the outcome you are expecting

This process is very common for the production of goods, but it is easily overlooked in the service industry. Creating standards for the service you provide will make your life, and the managers life much easier. This is specially true when you have a lot of employees.

Take notes of the steps you take, the chemical you use to achieve a specific result. Strive to create a standard for each service you provide and continue to make changes as needed.

For instance, when cleaning a shower, what describe the products to be used, if it needs to be soaked, set a time spam. If tiled, the grout has to be cleaned and scrubbed with a specific brush. This will be an ongoing project, but I suggest having the framework in place standards before bringing employees on board.

This will come handy after you hire people. Your employee is your extension, and the service they provide directly reflects on you. The customer could careless who came to do the work, as long as they are professional, and it is done up to the expected standard.

Have a clear understanding of the services you are able to provide

This is very important. You must understand your knowledge and ability before you commit to do a job. Even if you have employees that swears they have done similar jobs, and they assure you it will be done correctly.

Take in consideration unfortunate events that could happen to your employee. If they call in sick on the day the job is schedule to be performed, who is going to do it?

Furthermore, how would you supervise if you do not know how to do the job? As a good practice, I do not provide a service unless I, at least, have done or comprehend the scope of work, and the standards. Ultimately the responsibility fall back on you, the owner.

Before you venture out into something that you are not familiar with, have at least two employees that are expert in performing the service. Test and try them before engaging into long term contracts.

Keep a folder for each client as well as a journal

For each client I have clear notes of the scope of work, the chemicals, and most importantly, what I call the forbidden acts. For each client there is a forbidden act. “Do not go in the back yard”, “Do not use bleach”, “Do not use any chemicals on the piano”, etc.

Also, I create a personal file on the client to understand the psychographics, and who are inclined to hire my company. For each sale I close, I try to get answers the following questions:

• How did they heard about my company (if it was word of mouth, take note of the person who told them about you).
• If it was a pass down from a colleague, take note of that as well
• What activities interest them
• Political view and personal opinions
• Musical taste
• Lifestyle choices

Understanding the psychology of your clients is paramount to help you close more sales. Once you assemble your notes, you will note a common trend on the customers who connect with your company. This is also the beginning stages of branding.

Customer retention

Whether you are targeting residential, business, or industrial, customer retention is your primary goal when closing the sale. Push for a contract, 3, 6, 9, or 12 months. Make sure to increase prices for one time customers, and provide rebates for long term ones. Each contract signed, adds more value to your business.

How to acquire more clients

Now that you have a clear outline of the services you will provide, and you have clearly stipulated your standards, it is time to find more clients.

1 – Build a website

A website will validate your business to your client. It can be just one pager. Be sure to list the services you provide, and before and after photos. Photos are a powerful tool in helping closing the sale.

Building a website is fairly easy. If you can use services such as Weebly, provides an easy to use interface. If you choose using WordPress as your platform, Bluehost is by far the best choice.

2 – Online reputation

Regardless of how your prospects found you, before they close on the sale, they most certainly will look for your review online. There are ways you can improve your reputation. Offer your customers rebates for genuine online reviews.

3 – Identify your point of contact

When targeting offices, identify the person who is the decision maker. At times, depending on the type of lease, the building owner is responsible for the cleaning instead of the tenant. Offer to run a free, no-strings attached, assessment of their current cleaning operation. Setup and appointment and talk through in details their expectations. Find out as much detail as possible, including how much they are currently paying, and when is the next bidding period.

4 – Create hand out flyers

If you are targeting offices, make a list of all the places you are interested to service, and personally distribute your flyers. While doing your visit, be sure to ask simple questions such as: “Who decides on the cleaning”, “Who currently does your cleaning”, “Are you happy with their services”, etc. Maintain notes on those, and refer back to them when you have to revisit the client.

5 – Connect with Real Estate Agents

Real Estate agents are always a good contact. They can push their client to have their house deep cleaned before putting in the market. Contact agents in your area and hand them your business card. Build a relationship with them. Go as far as offering to clean a house free so they can see how well you work. If the real estate agent gives a suggestion to their clients, it is very likely they will follow it. Furthermore, realtors have direct contact with area newcomers, which are always looking for new services.

6 – Discount coupons and loyalty points

Make coupons and place them in strategic locations within your targeted area. Offer discount to customers who refer you to others. For your customers who are not under contract, offer loyalty points, such as $10 off after the fifth cleaning.

7 – Take advantage of social media

Setup your business on Facebook, Instagram, etc. Link your webpage and share photos of your services. Also, have clients share with their friends for discounts. Ask everyone to connect to your profile, and offer specials from time to time.

In summary, using this methods will assist you generate more business. Understand that what brings the most value to your company are the contracts, and returning customers. The more you have, the more valuable your is your business. Also, maintaining great notes, will assist you for future interactions, and could assist you in closing the sale with more ease.